I had an extremely disappointing experience at this McDonald’s on Monday. I placed a curbside order and specifically requested no ice in my drink. When my order was brought out, the drink had ice, so I went inside with my receipt and the drink and calmly explained the issue.
Initially, the manager on duty, Lun, acknowledged that the drink was incorrect. However, she quickly changed her response and began insisting that I was wrong. I tried several times to explain what my receipt showed, but instead of listening or simply reviewing the order, she repeatedly talked over me.
At that point, I realized the conversation was getting nowhere. I told her to keep the drink because I no longer wanted it and started walking toward the exit. As I was leaving, Lun raised her voice at me and yelled, “You wrong.” After being repeatedly talked over and then yelled at, I became frustrated, raised my voice, and told her that she had terrible customer service and that I would be contacting corporate. I then left.
Unfortunately, a few blocks down the road, I pulled over and discovered that my order was not only wrong, but also incomplete. I had to turn around and return to the restaurant for a second time. When I came back with my original order and explained what was incorrect and missing, Lun was noticeably quieter and appeared surprised that I had returned.
While I was there, I also learned that Lun was actually the manager on duty, which made the entire experience even more disappointing. I witnessed her yelling at a coworker in front of other employees and customers. What was also concerning was that everyone around appeared completely unbothered by this behavior, as though this type of interaction was nothing unusual.
A manager is supposed to set the standard for professionalism, communication, and respect. Instead, employees witnessed their manager yelling at both a customer and a coworker in front of others. That is not positive leadership and certainly does not demonstrate the level of customer service or respect I would expect from someone in a management position.
I had also specifically planned and timed my meal because I am diabetic. Having to deal with the incorrect drink, leave without it, discover a few blocks later that my order was also incorrect and incomplete, and then turn around and return to the restaurant significantly disrupted those plans and added unnecessary stress to an already frustrating experience.
I completely understand that mistakes happen. An incorrect drink or a missing item could have been easily corrected, and I would have moved on with my day. The bigger issue was how the situation was handled. There was absolutely no reason for a manager to argue with me, repeatedly talk over me, and then yell at me as I was already walking out the door.
A simple review of my receipt, an apology, and correction of the order could have resolved everything within minutes.
The level of disrespect and lack of professionalism I experienced was completely unacceptable, especially from the manager on duty. Based on both the way Lun treated me and the way I witnessed her speak to an employee, I seriously question the example she is setting for the staff she is responsible for leading.
I will also be contacting McDonald’s corporate regarding this experience.